Edenred, a digital platform for services and payment solutions, announced a €480 million investment in technological innovation in 2023, representing a 25% increase compared to the previous year. Since 2016, the French group has invested over €2.4 billion in technology across the 45 countries where it operates.
Gilles Coccoli, President of Edenred Brazil, emphasizes the importance of these investments for the company's service expansion. “Investment in technology is essential to expand our range of services focused on the B2B2C model, integrating partner solutions and expanding our distribution channels,” states Coccoli.
In 2023, Edenred managed €41 million in business volume, primarily through mobile applications, online platforms, and cards. “We have approximately three thousand professionals dedicated to technological development within the Group, including internal and external staff, with about 200 of them specialized in data,” reveals the executive.
Edenred also aims to enhance the customer experience through technology. One example is EVA (Edenred Virtual Assistant), an artificial intelligence-based tool that provides personalized support to employees, client companies, and merchants. Developed by the Brazilian operation, EVA serves the audiences of Ticket, Edenred Ticket Log, Edenred Repom, and Edenred Pay, as well as the company's employees in areas such as HR and Legal. “Interactions have become 35% faster compared to the performance of the customer service center, and EVA has already handled over 8.5 million interactions with external audiences,” details Coccoli.
Cybersecurity is also a significant focus of Edenred's investments. “The IT Security area invests in controlling user access for the Group's various applications, with additional layers in the login area,” comments Coccoli. To increase the efficiency of internal processes, Edenred developed the RPA Project (Robotic Process Automation), saving over 100,000 hours of repetitive work in Brazil since 2018. In 2023, the 52 active robots in the Brazilian operation performed 444,000 actions, saving 23,000 robot hours, equivalent to over 48,000 human work hours.
To ensure the security and efficiency of its operations, Edenred prioritizes the use of private cloud-based IT solutions, provided by companies recognized for quality and long-term viability. Since 2020, the Group has been migrating its functionalities to cloud solutions, a process that will continue to improve product and service quality. “Cloud-based solutions ensure a high level of data availability and security, making our end users” transactions much more efficient," concludes Coccoli.
